Ict Service Desk Analyst

• APS Level 5
• Penrith NSW,Parramatta NSW
• Ongoing

Reporting to the ICT Service Desk Team Leader, ICT Operations, you will play a critical role as the agencies first point of contact for support within the Commission and for external inquiries. You will provide technical and functional support for hardware, multiple application and service based inquiries professionally and with exceptional customer service through an organised and collaborative approach by ensuring incidents are handled timely and correctly.
The role will include but not be limited to:

• assist and triage enquiries for both internal and external stakeholder, either by directly answering straight forward process questions or by referring complex process questions to the relevant internal business team;
• assist in the use of the ICT applications in the Commission, including training and user support;
• support with enquiries in relation to desktops, laptops and smart phones and including video conferencing and network hardware;
• ensure timely completion of support calls, ensuring accuracy whilst attempting to resolve the issue on the first logged interaction ;
• apply troubleshooting and analytical skills and present facts to ensure proper problem determination;